Refund policy

1.Refund Policy

Return of defective products
In accordance with Articles 6 and 7 of Decree-Law No. 84/2021, of October 18, the seller must deliver goods to the consumer that comply with the requirements of the purchase and sale agreement.
If there is a lack of conformity, whether due to:

Not matching the description, type, quantity, or quality, and lacking the functionality, compatibility, interoperability, or other characteristics stated in the purchase and sale agreement;

Not being delivered with all accessories and instructions, including installation instructions, as stipulated in the purchase and sale agreement;

Not matching the quantity or possessing the qualities and other characteristics, including durability, functionality, compatibility, and safety, that are usual and expected in goods of the same type, considering their nature and any public declaration made by the seller, or on their behalf, or by others in earlier stages of the business chain, including the producer, particularly in advertising or labeling.

In the case of a lack of conformity, the consumer has the right to:

Restoration of conformity, through repair or replacement of the good;

Termination of the contract.

If the lack of conformity is identified within 30 days after delivery, the consumer may request the immediate replacement of the product or termination of the contract.
Repair or replacement will be carried out free of charge within 30 days.
The burden of proof lies with the consumer, who must demonstrate the lack of conformity; providing proof will facilitate the process.
If this right is confirmed, the full amount paid will be refunded within 15 business days from the date of confirmation sent by Raw Layers via email.
The refund will be made using the same payment method used at the time of purchase.
For any other information regarding returns, please contact the email provided.

2. Return of Gifts

The return of a gifted product, due to a proven defect, must be carried out by the person who purchased/gifted it. Therefore, the recipient should contact the buyer so they can proceed with the return, in accordance with the return conditions—whether due to defect, lack of conformity, or withdrawal.
If a defect or lack of conformity is confirmed as a valid reason for return, the full amount paid will be refunded using the same payment method originally used by the buyer.

3. How to Proceed:

STEP 1: CONTACT THE BRAND RAW LAYERS
Via email at rawlayers10@gmail.com, explaining the situation that justifies the return and attaching photos if applicable.

 

STEP 2: WAIT FOR A RESPONSE FROM RAW LAYERS
A response will be sent via email within a maximum of 5 business days after analyzing the situation. If the return is approved, proceed to the next step.

 

STEP 3: PLACE THE ITEM IN THE BOX
You may use the original Raw Layers packaging or another cardboard box, provided it is in good condition. The package must be properly sealed and addressed to the location provided in the email mentioned in Step 2.

 

STEP 4: REFUND
After receiving and analyzing the product, Raw Layers will inform the customer about the applicable refund (if any). The refund will be processed using the same payment method used in the original purchase, unless another method is agreed upon with the customer.